QKS VoC Insight Report: Strategic Insights into CCM Adoption for Critical Sectors like BFSI & Healthcare, 2025

The QKS Group VoC Insight™ offers a comprehensive analysis of user preferences, expectations, and pain points across various vendor software platforms. This report delves into the challenges users commonly encounter ranging from usability issues and feature limitations to integration gaps and support concerns. In addition to identifying these friction points, it also captures evolving business needs, providing vendors with actionable insights to enhance product alignment, user satisfaction, and market relevance.

This report provides an in-depth analysis of how organizations in critical sectors such as Banking, Financial Services & Insurance (BFSI) and Healthcare are adopting and evolving their Customer Communications Management (CCM) strategies. Drawing from direct user feedback, the report captures practical insights into preferences, operational expectations, and recurring challenges experienced with CCM platforms. These challenges range from complex implementation cycles and integration hurdles with legacy systems to scalability limitations and compliance-related concerns all within the context of industries where security, accuracy, and regulatory adherence are paramount.

In addition to mapping these friction points, the report explores emerging business priorities shaping CCM investments, such as omnichannel delivery consistency, personalization at scale, and the use of AI/automation to improve turnaround times without compromising compliance. As CCM platforms transition from document-centric to experience centric ecosystems, the findings offer readers a clear roadmap for aligning solutions to meet the evolving demands of highly regulated industries.

This year’s analysis focuses on critical themes, including:

• How BFSI and Healthcare organizations measure ROI from CCM investments in high-stakes environments.
• The role of AI, automation, and analytics in streamlining regulated communication workflows.
• Strategies to overcome integration challenges with EMR, CRM, and core banking systems.
• The growing emphasis on accessibility, personalization, and multilingual capabilities to improve customer and patient engagement.

According to Saurabh Raj, Principal Analyst at QKS Group “ In both healthcare and BFSI, the customer mandate is explicit: deliver secure, omnichannel communications that are contextually relevant, data-driven, and orchestrated to their preferred channel in real time. Failure to meet expectations for clarity, empathy, and accessibility directly correlates to churn, while personalization at scale underpinned by modern CCM platforms drives loyalty, trust, and measurable CXM gains.”

Table of Contents:

• Executive Overview
  • Research Scope & Objectives
  • Research Methodologies
  • The State of CCM in BFSI & Healthcare
  • Key Findings from User Feedback
  • AI and Automation in Regulated CCM Workflows
  • Integration Challenges and Best Practices
  • Strategic Recommendations for Vendors and Enterprises

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